L2 Application Support Lead – Wealth Management

2 days ago

Toronto, Ontario, Canada VyTCDC Full time $80,000 - $150,000 per year

Job Title: L2 Application Support Lead – Wealth Management Applications

Location: Toronto, ON

Model :  Hybrid

Job Type: Full time

Job Description: 

Job Summary:

We are seeking a highly skilled and motivated L2 Application Support Lead for technical support operations for Wealth Management applications, including platforms similar to Charles River. This role involves hands-on development, leadership of offshore support teams, and driving continuous improvement across people, processes, and technology. The ideal candidate will have strong technical expertise, excellent interpersonal skills, and prior experience in Wealth Management systems.

Key Responsibilities:

Technical Leadership:

Act as the primary technical lead for L2 support, providing hands-on development and troubleshooting expertise.

Oversee and guide offshore support teams, ensuring timely and high-quality issue resolution.

Analyze recurring issues and drive root cause analysis and permanent fixes.

Team & Process Management:

Identify and implement continuous improvement opportunities across support processes, tools, and team capabilities.

Monitor team performance and provide coaching and mentoring to offshore team members.

Collaborate with L3 and development teams to escalate and resolve complex issues.

Stakeholder Engagement:

Build and maintain strong relationships with business stakeholders, application owners, and offshore teams.

Communicate effectively with clients and internal teams regarding issue status, resolution timelines, and improvement initiatives.

Participate in governance meetings and provide regular updates on support metrics and KPIs.

Domain Expertise:

Leverage prior experience in Wealth Management applications (e.g., Charles River) provide domain-specific insights and solutions.

Understand business workflows and ensure application support aligns with business needs and compliance requirements.

Required Skills & Experience:

8+ years of experience in application support or software development, with at least 3 years in a lead role.

Strong development background in technologies such as Java, Oracle, Unix etc.

Proven experience managing offshore teams and driving performance improvements.

Excellent communication, stakeholder management, and interpersonal skills.

Prior experience supporting Wealth Management platforms (Charles River or similar) is highly preferred.

Familiarity with ITIL processes and incident/change/problem management frameworks.

Preferred Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field.

Certifications in ITIL, Agile, or relevant technologies.

Experience with monitoring tools, ticketing systems, and automation frameworks.

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